FAQs, Troubleshooting and Contact Information
37 Troubleshooting and Support Contacts
Basic Troubleshooting Steps
Most issues within Avenue to Learn can be solved by completing the following troubleshooting steps:
- Log out of Avenue to Learn and all McMaster accounts; log back in and try again
- Clear internet browser history, empty cache and cookies; log back in and try again
- Try an alternative browser.
- Desktop Computers:
- Google Chrome
- Mozilla Firefox
- Microsoft Edge
- Apple Safari
- Tablets and Mobiles Devices
- Apple IoS for iPhone and iPad – Apple Safari
- Android OS for Android phones and tablets – Google Chrome
- Desktop Computers:
- If using a tablet or mobile device, try a laptop or desktop computer (if possible)
Off-Campus Library Access Issue
If you receive a “sorry, your account does not belong to a student or employee group” message when attempting to access the McMaster Library, please contact UTS Support by visiting Need Help? – Contact Us and select Chat with us to connect with live chat.
e-Resource Library Access Issue
If you receive a “Sorry, you don’t have access to that e-Resource” error message when attempting to access the McMaster Library, please contact your instructor or Ask a Librarian using the live chat.
Bad Request
A “bad request” or “HTTP Status 400 – Bad Request” error page is often due to full caches or cookies interfering with access. If you receive this message, clear the cookies and cache in your browser and retry. Note, you will need to re-login to all McMaster accounts.
Check out How to Clear Cookies in Chrome, Safari, Firefox and Edge and How to Clear Your Browser Cache for more information.
Request Support
Please check out the following McMasters support services if you require further assistance.
Course Development Team
The Course Development Team can support you during your teaching at MCE.
Contact the Course Development Team for the following:
- Avenue to Learn Support
- Completing term shell updates
- Using various Avenue tools (e.g. quizzes, discussions, assignments, grades, etc.)
- Adding in student accommodations and special access
- Troubleshooting
- Other Avenue-related questions or concerns
- Avenue to Learn Training and Tutorials
- Zoom Training
- Virtual Teaching Support
You can contact the Course Development team at ccecrsdv@mcmaster.ca
Program Manager (PM)
Your PM is responsible for overseeing the program that your course is associated with. Your PM is available for instructor and student-related support.
Contact your Program Manager for the following:
- Approval of changes to course content, learning activities, etc.
- Tracking Sheet submission
- Information of policies related to
- Late/missing learning activities
- Extensions
- Accommodations
- Sickness
- Withdrawals
- Academic integrity
- Student-related issues
- Disagreements with students
- Issues related to Discrimination and Harassment or the Student Code of Conduct
- Grade appeals
- Options for student-specific circumstance
Program Associate (PA)
Your PA is available for both instructor and student support in a variety of areas.
Contact your Program Associate for the following:
- Student enrollment confirmation
- E-book/Courseware/Course materials questions
- Final grade approval
- Policy clarification
For issues with MACID and University Technology Services, including library access, visit:
For issues with Avenue to Learn, visit:
https://macservicedesk.mcmaster.ca/plugins/servlet/desk/portal/402
